Sending text messages in CallRail

This article discusses CallRail's in-app text messaging capabilities. CallRail's messaging center lets users view and send text messages from their created tracking numbers. You can also set up auto-replies to customer messages. 

Messaging is billed as part of your base Call Tracking plan, with 25 messages included. Additional messages are just 3 cents each. Additional usage fees and 10DLC costs may apply.

Getting Started

• Your company must be 10DLC registered to enable and use messaging features. If you are not registered already, you will be prompted to do so in CallRail before using messaging. More information on 10DLC can be found here.
• Texting cannot be enabled for international or toll-free numbers.
• Text messages that include images or attachments (MMS) can be sent at a cost of $0.06/message. Attachments are limited to 1 per message, with a size limit of 5 megabytes.

Enabling text messaging in CallRail

1. Use the sidebar on the left-hand side to select Settings.
2. You should be on the Numbers tab. If you are not, select it on the left side of your screen.

The Numbers page will have a column labeled Text Messaging. This column indicates whether a number has the feature enabled or disabled.

3. Choose a number for which you want to use messaging, then select its pencil icon to edit its settings.
4. In the Advanced Options box, select the pencil icon to edit.
5. Use the checkbox to enable text messaging for this phone number.
6. Save your changes.

Your Messaging inbox

All conversations using Messaging will be displayed in your inbox. Unread conversations will have a pink badge next to them. The "read" badge will only appear in your inbox if you have at least one tracker enabled for texting and received at least one unread message in the past 7 days.

Filtering your inbox

You can filter your messaging inbox by using the Filter icon above the search bar. Currently you can filter your inbox by:

• Companies
• Tags
• Tracking numbers
• Read/unread status

Marking messages as Read and Unread in CallRail's inbox

If you want to mark a message as unread after viewing, use the Mark unread button in the conversation window. The message will regain its "read" badge. Selecting the message again will remove it.

If you want to mark multiple messages as read at once, select the checkbox next to each message or select the checkbox at the top to select all messages. Then, you will have the option to Mark them as read. This will apply the bulk decision to all messages loaded in your inbox. You can also use the Select everything button which will select all messages, taking into account any filters.

You can also do this for specific companies by filtering by a company and then selecting the messages. Please note: if you filter by company, the selected messages will reset and need to be selected again.

• A change in read/unread status is done at the conversation level. CallRail does not maintain read/unread statuses for threads within a conversation.
• Marking a conversation as read/unread is a user-specific status. If you mark a conversation as read, it may still be unread for another user. Alternatively, if you mark a conversation as unread, it may show as having been read for another user.
• Responses from a user to a customer will mark the conversation as read for all users in that company. A reply from a lead to a conversation will mark the conversation as unread to all users in the company.
• Read/unread status is maintained across sessions. If you log out of CallRail, you should see the same state for that conversation (unless one of the conditions above has happened) when you log back in.

Sending text messages

To compose a new message:

1. Type a phone number into the To box to determine the message destination. You can send messages to multiple numbers at a time, each separated by a comma. Please note: the maximum number of contacts you can send a message to at once is ten (10).
2. Select a CallRail tracking number from which to send messages.
3. Compose your message in the Type a message... box.
4. Select Send.

To respond to a text message:

1.  Select it from your inbox. The conversation thread will open in the middle of the screen.
2. Type your message into the box labeled Type a message...
3. Select Send.

Automatic replies and message flows

Once you have enabled text messaging, you can set up an auto-reply for incoming messages. Simply select the checkbox next to Enable auto-reply. CallRail creates a default message for you, but you can change this at any time by typing a new message in the box.

If your auto-reply is the first text to a customer and we don't see any opt-out language in the message, CallRail will add "Reply STOP to opt-out." to the end of their message. The keywords we check for are:

• STOP
• UNSUBSCRIBE
• QUIT
• or END.

Please note:

• You can create an auto-reply without enabling text messaging, but you must enable texting to save your changes.
• Your company must be 10DLC registered to enable and use auto-replies.
• Auto replies cannot be enabled for international or toll-free numbers.

If you want to create a multi-step automation using SMS messages, you can use CallRail's message flows! Message Flows allow CallRail customers to compose, schedule, and tag messages automatically based on your chosen criteria. If you want to see all that message flows has to offer, please read this CallRail help article!

Using Smart Follow-Ups

When composing a message, you will see an option to generate a Smart Follow-Up. This follow-up message can be immediately sent from your CallRail inbox. If needed, you can edit the message using the steps above.